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Most Call centers spend a lot of money and resources to keep their best agent interested; however turn over is high, usually above 33%. The SpiceCSM Customer Engagement Platform is equipped with all of the sought after features you’ll need to greatly improve your agents and customer satisfaction. We aren’t your ordinary Call Center CRM and ticket tool. We are a unified cloud based platform and one of our special ingredient that makes us unique and valuable is the Guided Process Workflows. By using a Guided Process Workflow, each separate variable is taken into account and the agent is guided to the right solution. With this approach, you can hire agents less tech-savvy but agents with more soft skills. The Guided Process workflows make it easier for your agents to solve complex technical issues with relaxed and personalized manner.
In the last 10 years, the customer service industry, across all verticals, has seen a drastic increase in the use of remote agents. This rise in popularity stems from many reasons, the main ones being lower costs, improved agent satisfaction, scalability, and advancements in technology. Each one of these factors has had a great influence on the way companies provide support to it's customer base. Now that the remote agent has become so commonplace, customer service groups are looking for ways to reduce costs of at home agents, especially the start-up costs associated with deploying service agents across the US and the world.
Increasing the efficiency and effectiveness of your agents can help to dramatically improve the results of your call center. Your SLA’s and service metrics will begin to reach their goals and even surpass them, with a few simple steps. Here are 7 ways to increase agent efficiency in your contact center:
3 Ways to Reduce Training Time Using Technology If you really want to reduce training time, we challenge you to look at the technology your agents are using. Is it simple to use? Does it proactively help agents? Does it make their jobs easier? If you didn't answer YES to all of those questions, you could be complicating your training efforts out of the gate due to the technology your agents utilize to manage the customer journey. One of the unsung heroes of SpiceCSM's Business Process/BPM tool is the ability to reduce the amount of time agents need to start producing at the levels of longstanding employees. Typically when bringing new agents onto the team there's a period of training, usually involving some classroom knowledge transfer, exercises, role playing, and a variety of other methods to give the agents resources to solve requests efficiently. Depending on the organization and type of business, this could take anywhere from 1 - 12 weeks, or longer. In higher turnover environments this only exacerbates training challenges and emphasizes the need to make new employees more productive in less time. Here are 3 ways you can utilize technology to help reduce training efforts:
What is iPaaS: Explaining Integration Capabilities What is iPaaS? iPaas is a cloud-based platform that allows businesses to connect their existing systems together. It provides a single interface where users can access their data from across different software platforms. This means they can view information from one application within another without having to switch between them. The platform also makes it easy for people to build new integrations by providing low-code tools that allow connections to be made with external systems.
LCAP - What is a Low-Code Application Platform The vision that SpiceCSM has from our inception was to have an application that provided the tools to customize the user experience easily and orchestrate data without the need for technical expertise. What we've been calling an "Enterprise Application Builder" is now being recognized by leading analysts as a Low-Code Application platform, or LCAP for short.
The best and most complete platform for data integration, case management, and workflow management to help transform your customer journey.
